Urgent Escalation – HP Spectre x360 Screen Scratches Due to ... - HP Support Community

ssunaina · ‎03-28-2025

Respected Sir,

I am writing to formally escalate my warranty claim regarding a serious design flaw in my HP Spectre x360 16-f1003TU (6H8W2PA) laptop, which has led to permanent scratches on my display due to the palm rest magnetic closures and raised keys.

Issue Overview

I purchased this laptop in 2022 along with an extended warranty valid until September 25, 2025. Despite handling the device with care, after just one year of use, visible scratches appeared on the screen due to the flawed design. This is not accidental damage from my end but a manufacturing defect that affects multiple HP Spectre users.

I initiated a warranty claim, and your support team requested BIOS screenshots and photos of the issue, which I promptly provided, along with a detailed video explaining the defect. A technician was sent to my location, but instead of conducting any meaningful inspection, he merely repeated the same steps I had already done remotely—forwarding my screenshots and video to his supervisor. This visit was unnecessary and unproductive.

I was then wrongfully informed that this issue is not covered under warranty, and HP is demanding that I pay for a replacement display—which costs nearly one-third of the laptop's price. This is completely unacceptable for a top tier premium device like the Spectre series, especially when this issue is clearly a manufacturer defect (basic design flaws that are affecting a large number of users) and not user damage.

Evidence of Recurring Design Flaw

Request for Resolution

Given that this is a widely reported design flaw, I demand that HP replace my display under warranty as this is a manufacturer defect, not accidental damage.

I have attached clear photos and videos as proof of the issue. I expect a prompt and fair resolution to this matter.

Max3Aj · ‎03-30-2025

@ssunaina, Welcome to the HP Support Community

I understand you are facing an issue with your screen. Not to worry I will help you to get a resolution to resolve the issue.

This needs one-on-one interaction hence I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Max3Aj

HP Support

Urgent Escalation – HP Spectre x360 Screen Scratches Due to Design Flaw (Warranty Claim Denied)

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Issue Overview

Evidence of Recurring Design Flaw

Request for Resolution